FAQs
What is the primary responsibility of the IT Service Manager in this role?
The primary responsibility of the IT Service Manager is to manage, govern, and deliver the Corporate Technical Support Service, ensuring effective service availability, performance, and process maturity through a customer-centric approach.
Is on-site attendance required for this position?
Yes, on-site attendance at the Newport office location is required 5 days per week due to the nature of this role.
What kind of team will the IT Service Manager be overseeing?
The IT Service Manager will manage a multi-skilled team of infrastructure engineers who support IT delivery across multiple locations.
What essential skills are required for the IT Service Manager?
Essential skills include the ability to influence stakeholders, manage relationships effectively, take accountability for issues, achieve excellent user outcomes, and work under pressure while prioritizing effectively.
Will the IT Service Manager need to handle service level agreements?
Yes, the IT Service Manager will be responsible for leading and directing teams to ensure that service level agreements (SLAs) and operational level agreements (OLAs) are established and maintained.
What type of experience is sought for this role?
Candidates are expected to have experience in delivering quality outputs in a fast-paced environment and a proven record of stakeholder management with both internal and external customers.
How will communication skills be assessed in the selection process?
Communication skills will be assessed based on the candidate's ability to handle challenging conversations, influence stakeholders, and effectively manage business relations within the organization.
What behaviours will candidates be evaluated against during the selection process?
Candidates will be assessed against the following behaviours: Changing and Improving, Working Together, Communicating and Influencing, and Seeing the Bigger Picture.
What is expected from the IT Service Manager regarding service asset and configuration management?
The IT Service Manager is expected to ensure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.
What approach should the IT Service Manager take towards existing processes?
The IT Service Manager should lead investigative work into problems and opportunities in existing processes, aiming to drive improvements through data collection and solution recommendations.